Grievance Redressal
ADTC Firozabad is committed to transparent, responsive, and fair resolution of all complaints and grievances. If you have a concern — about training, evaluation, Form 5B, staff conduct, or any other matter — this page explains your rights and the full escalation mechanism available to you.
What Can You Raise a Grievance About?
You may raise a formal grievance about any of the following:
- Quality of theoretical or practical training received at ADTC Firozabad
- Conduct or behaviour of instructors, evaluators, or administrative staff
- Disputed outcome of the automated driving evaluation (ADTT score)
- Non-issuance of Form 5B despite passing evaluation
- Incorrect or delayed Form 5B certificate
- Fee irregularities or unauthorized charges
- Privacy or data handling concerns (see also our Privacy Policy)
- Denial of legitimate services on discriminatory grounds
- Any breach of the standards prescribed under CMVR 1989 Rules 31B–31J
- Issues with submission of candidate data to the Parivahan national database
Three-Tier Grievance Mechanism
All grievances follow a structured three-tier escalation process. We recommend starting at Tier 1 (ADTC level) for fastest resolution. Escalate to higher tiers only if unsatisfied with the outcome at the previous tier.
Tier 1 — ADTC Firozabad (Centre Level)
Contact: Grievance Officer, ADTC Firozabad
Address: Wazirpur Jihalpur, Firozabad, Uttar Pradesh — 283 203
Phone: +91 97605 14938
Email: adtcfirozabadup@gmail.com
Office Hours: Monday – Saturday, 9:00 AM – 5:00 PM
How to file: Submit a written complaint in person at the centre reception, or send a signed letter / email to the address above. Describe the issue clearly, provide your enrolment number, contact details, and any supporting evidence.
Acknowledgement: Within 2 working days of receipt.
Resolution target: Within 15 working days of acknowledgement.
If unresolved: Escalate to Tier 2 after 15 working days with no satisfactory resolution.
Tier 2 — UP Transport Department
If your grievance is not resolved at the ADTC level within 15 working days, or if you are not satisfied with the outcome, you may escalate to the UP Transport Department — the accrediting and oversight authority for ADTC Firozabad.
UP Jansunwai Portal (CM Helpline): The Government of Uttar Pradesh's official public grievance portal allows you to register, track, and escalate grievances against any government-regulated entity in Uttar Pradesh, including ADTCs.
Resolution target: As per UP Government service delivery norms — typically 30 days.
Tier 3 — Central Government (CPGRAMS / MoRTH)
For grievances involving national standards under the Central Motor Vehicles Rules 1989, or if Tier 2 has not resolved your complaint satisfactorily, you may approach the central government grievance mechanism.
CPGRAMS (Centralized Public Grievance Redress and Monitoring System) is the Government of India's official online portal for filing complaints against central government ministries, departments, and bodies regulated by central law — including MoRTH-accredited ADTCs.
Resolution target: As per CPGRAMS norms — typically 30–60 days depending on complexity.
Resolution Timeline Summary
Submit grievance at ADTC (Tier 1)
In person, by letter, or by email. Include your enrolment number, nature of complaint, and supporting documents.
Acknowledgement
ADTC Firozabad acknowledges receipt and assigns a reference number to your grievance within 2 working days.
Investigation and resolution attempt
The Grievance Officer investigates — may include reviewing CCTV footage, RFID data, attendance records, or interviewing staff.
Written response
You receive a written response with the outcome and reasons. If resolved in your favour, corrective action is taken immediately.
Escalate to Tier 2 if unsatisfied
File on UP Jansunwai portal (jansunwai.up.nic.in) with your reference number and the Tier 1 response.
Escalate to Tier 3 if still unresolved
Use CPGRAMS (pgportal.gov.in) for central-level grievance. The MoRTH is the apex authority for ADTC-related matters under CMVR 1989.
Evaluation Score Disputes
If you dispute the score awarded by the Automated Driving Test Track (ADTT), you must raise the dispute in writing within 7 days of the evaluation date. The following review process applies:
- Your written dispute is reviewed by the Grievance Officer
- CCTV footage and RFID sensor data from your evaluation are retrieved and reviewed
- If a technical malfunction of any sensor or camera is confirmed, the evaluation is re-conducted at no additional cost
- If the automated score is confirmed correct, the decision is final at Tier 1. You may escalate to Tier 2 (UP Transport Department)
- Re-evaluation on grounds other than technical malfunction is not available — the automated system is designed to remove subjectivity
Form 5B Non-Issuance Dispute
If you passed the evaluation but did not receive Form 5B within the prescribed timeframe, please contact the centre immediately. ADTC Firozabad is legally obligated to issue Form 5B to all candidates who successfully pass the automated evaluation. Non-issuance without valid cause is a violation of CMVR 1989 and will be treated as a priority grievance.
Commitment to Non-Discrimination
ADTC Firozabad does not discriminate on the basis of religion, caste, gender, disability, age (subject to legal minimum), or any other protected characteristic. All candidates are entitled to the same quality of training and objective evaluation. Complaints of discriminatory treatment are treated as highest priority and may be referred directly to the UP Transport Department.
Anonymous Complaints
Anonymous complaints regarding staff misconduct, corruption, or violations of CMVR 1989 may be submitted to the UP Transport Department via the Jansunwai portal or directly to MoRTH via the CPGRAMS portal. Anonymous complaints about specific individuals will be investigated to the extent possible, but outcomes may not be communicated due to the anonymous nature of the submission.